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Our service outage on Friday.

handy giff-staffer

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.

 

During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.

 

I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.

 

This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.

 

It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  

1,235 Comments
newcomer

You could atleast give us all a goodybag instead

newcomer

Great idea giving to charity, but this should be in addition to compensating users for the outage as well. 

 

If you have no redundancy in your network, and it can be brought down by a burst water main, you're being incompetent and negligent, and taking a lot of money from people relying on you.  Anyone in IT knows as part of a DR plan you should have redundant sites in different physical locations. 

 

newcomer

I'm unsure why Giffgaff thinks that customers who lost a full days usage would be happy with a donation to charity.  Neither I nor my husband could use our mobiles on Friday, which was a great inconvenience and I for one would like some compensation for myself.  Not necessarily money in my hand as it where but how about another day on top of my current Goodybag, for those who don't have Goodybags just a free day.  Yes it might cost them more than the £10k donation but is the goodwill to your customers not worth it.  

 

I'm just glad I didn't go into labour on Friday as that would have caused me tremendous problems!!!! 

newcomer
Brilliant idea so glad our charities will gain from our loss, its not feasible to reimburse a few pence to each member so £10000 to charity great solution
newcomer

 Not happy. All charities are run as a business so after their costs very little reaches the people or animals in need. I agree we should be given an extra day on our goody bag or points and let the individual decide.

newcomer
Respect the charity idea, but i think you guys should invest the money in which ever ways necessary and make sure it doesnt happen again really
beginner
I think 10k is a small amount It should be £2-5 for all customers as compensation Giffgaff is now much bigger and i think it is only fair the customers who had to deal with the loss of service get some compansation even if it £2
newcomer
I'd love the donation to go to cancer research please .
newcomer
I think it's the customers that should be compensated, I for one give enough to charity!! Compensation should be for the customers!!
newcomer

We should get something not for charity it is ridicules